Requester wait time
Hello!
Could you please clarify if there any way to count the time, which is spent to answer the request in the ticket (like "First reply time" metrics)?
Example: We have received a question in ticket. After 10 minutes the agent has replied. After some time we receive another question in this ticket. This time it took us 30 minutes to answer it. So Average reply time is 20 minutes.
Thank you in advance!
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Hi Emil Nurutdinov, you could use either a calculated metric, or result metric calculation to divide the Requester Wait Time by the number of Agent replies. This would give you the average wait time per reply.
This screenshot shows a Result Metric Calculation:
You can find more information about creating these here - https://support.zendesk.com/hc/en-us/articles/360022184374-Using-result-metric-calculations
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